Plagued by delays, WRTA changes bus schedules

By Alli Knothe TELEGRAM & GAZETTE STAFF

WORCESTER — The Worcester Regional Transit Authority advisory board, beset with a bus system that is as often on time as it is not, has approved changes to the bus schedule and the addition of a shuttle that will run between City Hall and its new Foster Street Hub.

At a meeting Thursday, the authority reported that only about 50 percent of the trips were on time during the last week of June. That was up from 43.4 percent during the first week of the month, when the agency moved downtown departures to a $16.3 million facility next to Union Station.

Between 6 to 10 a.m., 24 percent of buses were more than 5 minutes late. Based on statistics gathered during the last week in June, the worst time to travel is from 4 to 7 p.m., when 52.5 percent of buses were more than 5 minutes behind schedule.

"As far as I'm concerned this is totally unacceptable," said William J. Lehtola, of Spencer, chairman of the advisory board. "I will not be a happy person until we have on-time performance back to where it belongs."

On June 1 the WRTA changed the entire system by shifting most departures about three blocks, from City Hall to the Union Station hub.

The authority blamed construction work, long wait times at traffic signals, narrow corridors, and rush hour traffic for many of the problems in service.

Several board members expressed frustration that those issues were not foreseen, but administrator Stephen F. O'Neil assured them that implementing these changes will help to fix the problem.

"The good will we built up over the past 6½ years is rapidly dwindling," he said, and stressed that they are working hard to change that. "Our best foot is being put forward."

In addition to late buses there were those that didn't even go out to transport passengers.

The authority reported 207 "missed trips" out of 24,115 that were scheduled, which is about 0.86 percent.

"Less than 1 percent affects a lot of people," said Douglas A. Belanger, a board member from Leicester. He pointed out that hospitals and other employees equate being late with not showing up at all, and said that the WRTA should not be responsible for riders missing work.

"(Riders) believe in us for the most part. .. It's important we don't lose that," Mr. Belanger said.

The authority proposed 13 changes to the advisory board, which were drafted following meetings with experts, discussions with unionized employees, public hearings, as well as survey responses submitted by more than 300 riders.

All the changes, with the exception of the added shuttle service, will be "cost neutral," and therefore should not require additional funding, Mr. O'Neil said. Route changes will be posted on www.therta.com within the next few days, or riders can call the authority at (508) 791-9782 for additional information.

The schedule changes will be implemented Aug. 24, and a shuttle service, which was viewed favorably by 76 percent of survey respondents, will be launched by early August.

The free shuttle will make a 15-minute loop between City Hall and the hub, operating continuously between 8 a.m. and 8 p.m. on weekdays, Mr. O'Neil said. The authority estimates the operational cost of the shuttle for that schedule to be $120,000 per year.

"We are going to monitor that schedule," Mr. O'Neil said, and noted that the timing and route can be adjusted if needed.

"I believe this is going to be a vast improvement and if not they are going to hear from me," said Mr. Lehtola.

Shortfalls in the technology at the hub is another problem the WRTA is trying to tackle.

The automated intercom system has not been working properly and until it is updated will be replaced with authority staff who will announce arriving busses.

In the next few months, the authority also plans to add low-hanging LED signs that will be easier for passengers to see. It is also testing interactive tools to help riders figure out the best route to their destination. .

During the meeting, a few riders addressed the board in response to the changes.

"We want main buses to go on main routes," said Worcester resident Terry Kelly, who expressed her disappointment with the new facility and would like service restored in front of City Hall.

Dennis J. Lipka, a board member from Holden, said the WRTA should make it a priority to ensure a proactive strategy in the case of delays.

"I don't think anyone is happy waiting for a bus in 95-degree heat," he said. "We need to find a way to make sure we're doing the best for the riders."

Mr. Lipka also reiterated his frustration with the problems in service.

"I'm disappointed that we weren't better at making this transition," he said.